Direct Line Reviews

Name: Direct Line
Rating: 1.51

1.5 Rating 238 Reviews

12 %

of reviewers recommend Direct Line

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1.5

Based on 238 reviews


Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5

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Direct Line 1 star review on 19th October 2022

Mike

Direct Line 1 star review on 13th February 2021

Anonymous

Direct Line 1 star review on 23rd January 2021

Russell Braddon

Anonymous

Anonymous // 01/01/2019

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“Green flag is the direct line They stole £63 from me, elderly pensioner! I never renewed nor been asked to renew any policy with green flag. REFUND! And remove ALL MY PERSONAL DETAILS.”

Helpful Report

Posted 9 months ago

“ABSOLUTE RIP OFF, I HAVE HAD TWO DOGS INSURED WITH THEM FOR 15 YEARS, MY PREMIUM IS OVER £250 PER MONTH, SADLY ONE OF MY DOGS PAST A WEEK AGO, DIRECTLINE HAVE REFUSED TO COVER ANY COSTS FOR THE VETS VISIT, END OF LIFE TREATMENT OR CREMATION. DO NOT BUY PET INSURANCE WITH DIRECTLINE IT IS A COMPLETE WASTE OF MONEY, I HAVE NEVER HAD A SINGLE CLAIM IN THE WHOLE 15 YEARS, WHAT A CASH COW I HAVE BEEN FOR THEM. BASCIALLY GAVE THEM OVER £40K OVER 15 YEARS FOR NOTHING. SAVE THE MONEY YOURSELF AND JUST PAY FOR ANY TREATMENT THAT YOUR PETS NEED, ITS FAR CHEAPER.”

Helpful Report

Posted 9 months ago

“21 minutes and still waiting on the phone. Voice repeatedly says "should be with you soon" but that's nonsense. Every few minutes the music switches to a phone beep which makes you think you are through but it's just Direct Line having a bit of fun.”

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Posted 9 months ago

“Today spent 35 minutes in the morning and 40 mins in the afternoon on the phone to get a quote. I really hope this is not the case when it comes to claims.”

Helpful Report

Posted 9 months ago

“Emails ignored Phone answering time >40 mins Lost info I can’t recollect similar service from any company Do not buy insurance from them”

Helpful Report

Posted 9 months ago

“Complaint Policy number 5013001812 History I was with a broker and found the experience unsatisfactory. I had seen Direct Line’s (DL) advertising. Took out a policy for my little car that only cost £600 , I do less than 8,000 road mileage a year. Vehicle is kept secure. A policy with DL for my little car cost considerably more than my previous younger, more powerful car. I believed that maybe you get what you pay for, I was wrong First mistake, you didn’t take a monthly payment. I called. Then you cancelled my policy because I hadn’t paid even though I had paid. I complained. Result, the unplanned bank holiday upset your payment system and the error was yours, you credited me £30 and apologised I call to make enquiries about changing my policy, adding another vehicle, 25 mins and call not answered, I give up Complaint The next mistake was considerably greater My policy ended on the 15/16 June I called you on 21 June to ask why you hadn’t taken a payment, you told me my policy had ended You had not notified me of this via email or post or call I complained and I was advised by the call handler that if I was charged for driving uninsured this would be passed to you. I explained this was reassuring but I would like the same statement sent via post or email - to date nothing received I’m then passed to the sales department to reinstate the policy. 20mins left on hold, I ended the call I try to do a quote online, I’m locked out of the expired policy and account and the system will not give me a quote I call your sales department, takes over 20mins to get the call answered The sales department is unable to give me a quote, insure my car, anything, they can’t do anything other than apologise You charge me over £100 for car insurance I get a quote from Carol Nash, with breakdown cover the 11 monthly payments are under £40 (1st is £67) The service is appalling and I would recommend any potential customers avoid Direct Line !”

Helpful Report

Posted 9 months ago

“Absolutely hopeless - over an hour to make a xchange to my policy”

Helpful Report

Posted 9 months ago

“I've been with this company 10 years or more. I've only had an accident once and it wasn't my fault. Each renewal I was charged more and more. Last time by £100. How to treat a regular customer? I left...”

Helpful Report

Posted 10 months ago

“Waiting on the phone for an hour waiting for a call centre to answer. No reply to our emails. Failure to call back as promised. Waited 3 weeks for an engineer to phone us regarding the damage to our car. This phone call was a pre booked appointment. No phone call from the engineer, another company phoned us to say that our car is being written off - no discussion! This person couldn't dicuss or negiate on our claim and to contact the claims team. This was another hour on the phone to a call centre who made the right noises but actually couldn't do anything or connect us to an engineer. He would get someone to phone us and log our complaint. Still waiting. Check the reviews, lots of customers have the same problem. DO NOT USE THIS COMPANY!”

Helpful Report

Posted 10 months ago

“Abysmal customer service. Impossible to get to speak to anyone!!”

Helpful Report

Posted 10 months ago

“Do not use direct line!! I am so upset and disappointed with this service. I have been a Loyal customer to direct line for 13 years with 0 Claims. I changed my vehicle last year as the price direct line quoted me was very reasonable and affordable for my monthly payments, also paid a additional cost for the amendment of my current car. My premium renewal for this year has gone up by over 100%.I completely understand that an increase of some sort may happen however this steep is unacceptable. I was completely mis sold last year and would of never have changed cars if the price was going to be so high or considered a different car. I phoned up customer service waiting 40minutes on the phone to get dismissive agent Christopher on the phone who could not assist me in retrieving a better quote. I then phoned up a second time to make a complaint as I truly believe I was missold a policy last year. The second agent Tristen was slightly more understanding towards the situation but did not really have a answer for why my premium has increased by that much and to be honest was just reading from a script. These conversations then lead to many errors on my account with the use of the car including travelling to work and using the vehicle for business purposes which its not as I comute using London transport. The policy is used by spouse even though my material status is single. I then wanted to be passed onto a member of management which I was firstly refused however then put through to TK, She was nice enough on the phone however could not amend anything for even with all the errors rectified on the account. These decisions are also under the discretion of management who chose not to do anything for a customer who had a 100% increase in premium. The standards of customer service has decreased massively it seems as though the company is only interested in taking on new clients then trying to retain the clients they already have. Will be leaving Direct line as soon as I can possible can although I may not have a choice but to stay with them which is not a nice feeling when you do not want to. Completely shocked by my experience.”

Helpful Report

Posted 10 months ago

“Failed to take payment for re-occurring car insurance. Failed to get in touch and let me know that there was a payment problem. Left me uninsured for two months as a result. Blamed postal strikes for no letter turning up to advise me of the payment issue. No letter EVER turned up. After the event they claimed that they would have honoured the policy in these circumstances. Easy to say when nothing has happened. Not so easy if I had to male a claim I bet!”

Helpful Report

Posted 10 months ago

“They are not who they claim to be!!! Terrible company, takes five years to sort an accident out that wasn’t my fault ( rear end )!! All customer service, claims and underwriter agents seems to not have any skills. I have won the court case and 2 months and 5 phone calls later still no excess payments in my bank. WHY DO YOU THINK THEY USE GIMMICKS IN THEIR ADVERTS AND THE WOLF DOESNT EVEN WANT TO DO THE ADVERT ANYMORE, SO THEY USED A CARTOON THAT CANT TALK BACK. Avoid at all cost or end up paying the cost. Oh it doesn’t stop there the underwriters wrote my claim with one years no claims instead of my four. When I realised this due to the above accident they sent it back to the underwriter and they offered me £1000… I said it’s not enough as I have an outstanding accident, they agreed and said come back when the accident is fixed. I did this 5 years later and they have offered me £118 for an extra 3 years no claims for the first year with them and four years no claims for the second year… they are insulting AND THE POINT OF THIS REVIEW IS NOT TO WASTE MY TIME ANYMORE WITH YOU BY COMPLAINING, IT IS IN THE HOPE THAT PEOPLE LISTEN TO THIS REVIEW AND GO ON A COMPARISON WEB SITE INSTEAD!!!!!!! IN A NUTSHELL LOSE YOU MONEY, IN THE WAY YOU HAVE LEFT ME FEELING CONNED AND MANY OTHERS!!!!!”

Helpful Report

Posted 10 months ago

“I have a car insurance with this company for approx 10 yrs. I recently contacted to ask them to change the direct debit date which they said they had done. They never took the money on the date so I contacted them and and they said it was pending. I waited and waited but no money was taken from my bank. I must have rang them 5 times before finally they took 2 payments. Two weeks later I got a letter to say they had cancelled my insurance for non payment but as far as I was concerned I was up to date. How hard is it to change a direct debit date, its hardly rocket science but to then cancel after I had paid is a disgrace. I would avoid this company as they do not seem to know what they are doing.”

Helpful Report

Posted 10 months ago

“Loyal Customer with Automatic Renewal in place, and aged 76, Birthday! Lets discuss the increase at Management level. “Well, even if his car, claims history, mileage pa etc etc doesnt change ,as in nothing changes, let us use inflation , prices going up,etc kin cetera, to push the envelope on price increases. What do you think we can get away with ? Well , the Automatic Renewal will catch out loads of the elderly, who expect fair play from Direct Line. The rest of the elderly can complain all they like, we will just parrot a party line about Underwriters, repair costs, inflation etc. So, do we think we can get away with a 70% like for like increase.? What , an extra £180 pa for a person with a 75 % NCD?” Yeah , go for it, Capitalism and Greed on Steroids. Well , middle finger to you Direct Line, shameful corporate action. I hope there are enough alert pensioners to reject your renewal and find a new company. I will never,NEVER, use you again.”

Helpful Report

Posted 10 months ago

“They are very quick in getting the insurance premium, but when it comes to claim than you see the actual colours. Its been more than 3 months and I'm still trying to find out what is going with my car insurance claim.Have rang them numerous time and also email them but no response. Terrible customer service and claim handlers. Worst experience ever had with a insurance company, been with them for 3 years definitely not going again with them. Stay away.”

Helpful Report

Posted 10 months ago

“After been a loyal customer they put my renewal up by nearly 250 pounds and nothing has changed. When ringing to discuss lady was rude and couldn’t care less. All she said was come back to us when you get a quote from someone else. She couldn’t understand I was wanting this so called cheap company (as they advertise) to give me a reasonable renewal quote. Don’t bother with them they don’t care about loyalty”

Helpful Report

Posted 10 months ago

“A company never ever to trust again totally disgusting”

Helpful Report

Posted 11 months ago

“I took landlord insurance with direct line and asked the customer service agent if home emergency cover was also included which he quickly said yes to. After that the worst experience started, asked them to repair boiler to a bulb to all of which they said no with strange excuses. The only time they said the customer service agreed, they put me on hold for hours until I gave up. Steer clear of this company.”

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Posted 11 months ago

“Direct line will try their hardest not to pay out on claim u make,,”

Helpful Report

Posted 1 year ago

Direct Line is rated 1.5 based on 238 reviews